SSL renewal failing + root domain stuck on “Pending DNS verification” (www works)

Support
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1

Hi team,

I’m facing an issue with my custom domain setup.

Current status:

  • www.customdomain.com is working correctly on setting it as primary domain. But the customdomain.com still fails on redirect.
  • customdomain.com (root domain) is not verifying in Netlify
  • Netlify shows “Pending DNS verification” for root domain
  • SSL shows error: “Certificate renewal incomplete: missing domains customdomain.com”

DNS configuration (Namecheap):

  • A record → @ → 75.2.60.5
  • A record → @ → 99.83.190.102
  • CNAME → www → <site_name>.netlify.app

What I’ve already tried:

  • Verified DNS multiple times
  • Waited for DNS propagation
  • Removed and re-added root domain in Netlify
  • Set www as primary domain
  • Confirmed DNS via external tools (A records resolving correctly globally)

Still, Netlify is unable to verify the root domain and SSL is not provisioning for it.

Could you please help check if there is any issue from Netlify’s side or if I’m missing something? Please note I’ve added domain on netlify a week ago. And still it’s not verified. I see the netlify IPs on DNS checker for my custom domain as well. Yet it’s still failing.

PFA the namecheap dns configurations.

Namecheap_DNS_configuration
Namecheap_DNS_configuration1502×872 44.5 KB

Thanks!

3

Hey @Jinxin :wave:,
Thanks for reaching out!

We’ve gone ahead and created a support ticket for you, so our team can follow up with you directly via email from the help desk. Our Support crew will be in touch with you by email soon.

Great news: these days anyone can reach out to Netlify Support. First, you can try getting an answer using Ask Netlify, our helpful AI search tool. If your question isn’t answered there, you can submit a ticket using the support form, and we’ll take it from there.

We’re keeping the community around for swapping ideas, sharing tips and tricks, and talking shop with other folks building on the platform — but for support issues, tickets are the way to go.

Thanks for being here, and keep an eye out for that email from us!